Receptionist & Customer Support Assistant

About the Role A fast-growing, high-end window and door retailer with multiple locations across several US states is looking for a reliable, professional Remote Receptionist & Customer Support Assistant. You will be the first point of contact for all inbound calls, using an existing decision tree and extension list to route callers to the correct location or department. Over time, you may also support light administrative tasks such as basic data entry and updating records in a CRM. This role will be part of a small remote receptionist team to provide broad weekday coverage across US time zones. Key Responsibilities Inbound Call Handling & Call Routing ● Answer all incoming calls in a professional, friendly, and polished manner. ● Use a provided decision tree and extension list to: ○ Identify the caller’s needs. ○ Route calls to the correct location, department, or person. ● Take detailed messages when the appropriate contact is unavailable and ensure timely follow-up. ● Manage periods of higher call volume while maintaining a calm, courteous demeanor. Customer Service & Communication ● Provide basic information to callers based on FAQs, scripts, and reference documents. ● Maintain a high level of customer care in all interactions, representing a premium, high-end brand. ● Escalate complex or unusual issues to designated internal contacts. Administrative & System Support (Light) ● Capture and update caller information and call details into a CRM or project management system (e.g., BuilderTrend or similar). ● Assist with simple spreadsheets and data entry (e.g., logging calls, tracking basic metrics, updating extension lists). ● Flag any recurring issues, common questions, or process gaps to management for continuous improvement. Process & Documentation ● Follow existing call scripts, decision trees and SOPs precisely. ● Suggest improvements to scripts or workflows where appropriate. ● Keep internal documentation (lists, numbers, notes) accurate and up to date. Tools & Systems You should be comfortable with: ● Cloud-based phone/VoIP systems. ● Basic office tools: Google Workspace or Microsoft Office (especially email, calendar, and spreadsheets). ● CRM or customer management platforms (experience with any CRM is helpful). Nice-to-have: ● Experience with BuilderTrend or other construction / home-improvement CRMs. ● Experience handling calls across multiple locations or branches. Ideal Candidate Profile ● 3+ years experience in a receptionist, call center, front desk, or customer service role. ● Excellent spoken English with a clear, easy-to-understand accent. ● Confident and professional phone presence; comfortable answering calls for most of the shift. ● Strong listening skills and ability to quickly understand caller needs and follow structured logic (decision tree). ● High attention to detail when taking messages, logging information, and routing calls. ● Tech-savvy and quick to learn new systems, tools, and processes. ● Reliable, punctual, and comfortable working US business hours. ● Experience working with US-based companies is a plus. Work Schedule ● Coverage Window: Tuesday-Friday 12 noon-8 pm Eastern time Saturday 8-5 Eastern time